7.

WORK IN A SOCIALLY DIVERSE ENVIRONMENT

Many workplaces are staffed with people from various cultures. Also staff interacts with and
serves people from different nations and cultural backgrounds. It is vital that all these
people, whether staff and customers, are treated with respect and sensitivity.

 The diversity of customers and colleagues

        People are different. There are a number of things that make us all different, including: 

·         The way they live – including where and how they live

·         Values and principles – the importance placed on people, actions and things, and
personal guidelines for living life

·         Educational background – how far they got through schooling, and whether or not
they did any further education

·         Sporting interests – whether they play sport, or whether they are even interested in
sport and which sport

·         Food and beverage tastes – do they drink alcohol or prefer juice, do they eat red meat
or are they vegetarian?

·         Lifestyle background – what car do they drive, where have they worked?

·         Place of birth – which country where they born in?

·         Styles of communication – what is their preferred communication medium and

method?

·         Religious beliefs – who or what do they believe in?

·         What is their preferred language?

          All of these factors and a whole lot more, combine to produce a world full of different
people. It is critical to remember that just because these people are different to you doesn’t
make them any better or worse. They are just different. In your industry workplace you must,
therefore, make sure that any personal bias is not allowed to adversely influence and affect
the way you interact with such individuals.
 

Valuing customers and colleagues

          An essential element of working in a socially diverse environment is to make sure that
customers and colleagues feel valued. This means making sure that they know and that we
demonstrate in practical terms that those people are important to the business and that the
business appreciates their presence.

           As an individual worker within a business you must therefore make sure other staff
understand that you place worth on their:

·         Working abilities and skills

·         Workplace and product knowledge

·         Experience within the industry, customers and other relevant stakeholders including
management, authorities and suppliers

·         Their contribution to discussions – such as Occupational Safety and Health (OSH),

general work planning, suggestions and input to daily workplace activities

·         Achievement of team and workplace goals.

          The key to doing this is that the value you place on these coworkers should be based
on them as an individual and not influenced by any irrelevant issues such as age, gender,
race or disabilities. Make sure all customers understand you place worth on their:

·         Presence on the premises

·         The money they spend with us

·         The other customers they bring to the business

 
          Respect and sensitivity Respect and sensitivity are two of the characteristics we should
display towards colleagues and customers when demonstrating the value we place on them.

Respect

·         Holding that person in high regard for who they are, not what they are;
acknowledging them for being who they are

·         Being deferential in the way the person is treated – as in the saying ‘treating the
person with respect"

·         Showing courtesy to the person

Sensitivity

·         Identifying what their cultural or social background is

·         Determining what special considerations should be given to that person

·         Taking action to ensure that their specific cultural needs are met to the best of your
ability, in-line with your other workrelated obligations.

·         Knowing that another person merits consideration based on their cultural or social
background, and accommodating that need

Learning about different cultural requirements

1.   Attend a cultural awareness program

          These classes explain cultural needs, wants and preferences and advise you in relation
to a range of things such as:
·         Basic greetings and phrases

·         Body language of that country – what is acceptable and what is not, what may be
offensive and things to avoid

·         General expectations of people from that country – in terms of service, formality, food
and beverages, visitor expectations

·         History of their country

·         Basic geographical awareness

·         Contributions made by that country to the world Religious issues and observations
Values and value systems

·         Customs and taboos

·         Beliefs

·         Role and importance of family

 2.   Talk to people from different cultures and countries

          Many people are eager to share their culture when they find an interested person.
You might find a suitable person:

·         On the staff where you work

·         Amongst the customers you deal with

·         Amongst your friends

·         Amongst the network of contacts you should start developing as part of your
professional role within the industry

·         Working with an industry stakeholder – this may be a supplier, service agency,

government body or peak industry body.

 3.   Reading books, watching DVDs and getting on-line

          There are lots of excellent books about different cultures and  newspapers can also be
a great source of information. Travel documentaries provide a good background for
understanding too.
      Searching the ‘net for various cultures or support services is also a good way to go.

 4.   Visit embassies and consulates of various countries

          You may wish to visit the embassies or consulates of key countries  that are important
to your business. They will be able to provide you with literature or may be able to meet
and chat to you.

 Keys in factoring in appropriate verbal and non-verbal communication when dealing with
people from another culture include:

·         Identify the country and culture

·         Take time to plan what to say and how to say it

·         Be mindful of your body language – most non-verbal communication is spontaneous

·         Avoid industry and establishment jargon

·         Avoid local expressions

·         Avoid complex statements Give the person your full attention

·         Use alternative communication strategies to support the verbal communication

·         Be alert to feedback from the other person – especially in regard to identifying when
something you may have said or done has given unintended offence.

DEAL WITH CROSS CULTURAL MISUNDERSTANDINGS

          In relation to working effectively and successfully in a socially diverse environment,

‘conflict and misunderstanding’ must be given a very broad interpretation and definition.

Conflict or a misunderstanding

 
          Anything that upsets another person, whether that person is a customer or colleague.
There are degrees of it ranging from being mildly upset all the way through to outright
anger and rage.

Addressing workplace conflict and misunderstanding properly and as early as possible seeks
to:

·         Keep all conflict and misunderstanding at the ‘mild’ end of the spectrum

·         Clarify any perceptions that arose due to misunderstanding

·         Rectify the situation to the greatest extent possible, given the circumstances that
applied.

Possible causes of conflict and misunderstanding

          There are a number of key areas that can cause conflict misunderstanding in the
workplace. If a message is not interpreted in the way the sender intended, problems can
easily arise.

 Difficulties or conflict can also arise out of misunderstandings due to:

·         Poor communication

·         Lack of communication

·         Intolerance

·         Impatience

·         Poor judgement

·         Conflicting personal values, beliefs and opinions

·         Personal prejudices.

 
Examples of situations that can cause conflict or misunderstanding:

·         Welcoming guests – due to the body language used or an incorrect attempt to use a
foreign language to greet people. The informal or formal manner used by different people
can readily give offence or if an Asian or German guest is referred to by their first name.
Similarly, a handshake can cause embarrassment to some guests who prefer a brief bow
instead

·         Giving directions or instructions – where the use of even simple language and
gestures leads to confusion or the wrong message being received by the guest

·         Answering questions – where the necessary complexity of a response causes

misunderstanding and frustration

·         Serving customers – for example, offence may be caused in the following situations: 

     a.   Offering an alcoholic drink to someone whose religion forbids the consumption of
liquor

     b.   Recommending pork or shellfish dishes to certain customers      

     c.   Serving beef-based dishes to certain customers

·         Describing products, services and facilities – especially where the    description is

somewhat excessive and leads the guest to false expectations. Many overseas visitors have a
strict time constraint on their time and anything that wastes this precious commodity is
definitely frowned on

·         Working with colleagues – the pressure of work sometimes gives rise to a comment or
‘look’ that is easily misinterpreted. There is always a need to act professionally while at work
in order, amongst other things, to prevent these situations arising

·         Socialising with colleagues after work – even in a social setting, it is possible to give
unintended offence by a look or a statement that is deemed by the other party to be
offensive or inappropriate.